Experience Investigators by 360Connext
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?
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Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.
InMoment XI
FEBRUARY 24, 2022
Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. We know that customer experience can be a tough sell—after all, your business has so many priorities! Tip #1: Break Down Metrics.
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Customer onboarding is a very crucial – yet sometimes overlooked – step in the customer journey. A successful customer onboarding process improves efficiency, increases capacity and decreases churn.
InMoment XI
FEBRUARY 22, 2022
I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. Let me give you an example—let’s say you need to understand what customers are saying about your employees each month. Tip #2: Keep Your Goal Front of Mind When Processing Customer Feedback.
InMoment XI
MARCH 6, 2022
To mark the day, we asked some of our women in customer experience (CX) for the best career advice they’d like to share with our readers. We asked our female CX leaders, “What advice do you have for female professionals starting their career in customer experience?” Tip #2: Bring the Passion! Tip #3: Take a Risk.
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Want to lead customers down the path to retention and advocacy? After onboarding, most SaaS customers have to find their own way to success—with little more than a few CSM calls (if they’re a large enough account to have one), and a knowledge base to get them there.
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